At a Glance
- Tasks: Lead and develop a dynamic service desk team while ensuring top-notch technical support.
- Company: Fast-growing Managed Service Provider with a focus on innovation and teamwork.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Join a collaborative team and enhance your career in a well-established MSP.
- Why this job: Step into a leadership role and make a real impact in a thriving tech environment.
- Qualifications: Experience in service desk roles with strong technical skills and leadership potential.
The predicted salary is between 40000 - 50000 £ per year.
We are working with a fast-growing Managed Service Provider seeking a Technical Service Desk Manager to lead and develop their service desk function. This is a hands-on leadership role suited to someone with a strong technical background who has progressed through service desk or support roles and is now ready to step into or grow within management.
The ideal candidate could be an experienced Service Desk Team Leader looking to take the next step into a full management position, or an established Service Desk Manager with a technical MSP background.
The Role
As Technical Service Desk Manager, you will be responsible for leading the day-to-day operations of the service desk, ensuring high-quality technical support delivery to customers and driving continuous improvement across processes, performance, and customer experience. You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance.
Key responsibilities include:
- Leading and developing the service desk team in a fast-paced MSP environment
- Ensuring efficient handling of incidents, requests, and escalations
- Acting as an escalation point for complex technical issues
- Monitoring SLA performance and driving service improvement
- Coaching and mentoring engineers and team leaders
- Supporting process improvement and service maturity initiatives
- Working closely with wider technical teams including infrastructure, cloud, and projects
- Contributing to reporting, KPI tracking, and operational reviews
About You
We are open to candidates who have grown through the service desk function and are ready for or already operating in a management role. You will likely have:
- Experience as a Team Leader or Senior Engineer ready to step up
- Strong technical understanding across IT infrastructure including Windows, networking, and Microsoft 365
- Experience managing or supporting SLAs and service performance metrics
- A hands-on leadership approach
- Strong communication and stakeholder management skills
- A passion for developing people and improving service delivery
Desirable Experience
- Previous MSP environment experience
- ITIL Foundation or similar service management framework knowledge
- Experience with PSA or RMM tools
- Exposure to cloud environments such as Azure, Microsoft 365, or AWS
This is a fantastic opportunity to work within a growing service desk team for a well-established MSP business.
Technical Service Desk Manager (Permanent) in Solihull employer: vertex-it-solutions
Join a dynamic Managed Service Provider that prioritises employee development and fosters a collaborative work culture. As a Technical Service Desk Manager, you will benefit from hands-on leadership opportunities, continuous training, and a supportive environment that encourages innovation and growth. Located in a thriving area, this role offers the chance to make a meaningful impact while working with cutting-edge technology and a passionate team.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Service Desk Manager (Permanent) in Solihull
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant meetups, and engage with professionals on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service desk management. Think about how you would handle specific technical issues or team dynamics, and be ready to showcase your leadership style and problem-solving skills.
✨Tip Number 3
Showcase your passion for continuous improvement! Be ready to discuss how you've driven service enhancements in previous roles. Highlight any initiatives you've led that improved customer experience or team performance – this will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got a range of opportunities that could be perfect for you. Plus, it’s a great way to ensure your application gets the attention it deserves from our hiring team.
We think you need these skills to ace Technical Service Desk Manager (Permanent) in Solihull
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Technical Service Desk Manager role. Highlight your technical background and any leadership experience you've had in service desk or support roles.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've led teams, improved processes, or handled complex technical issues in the past.
Showcase Your Technical Skills:Since this role requires a strong technical understanding, be sure to mention your experience with IT infrastructure, Windows, networking, and Microsoft 365. We want to see how you can bring your technical expertise to our team!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at vertex-it-solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around IT infrastructure, Windows, networking, and Microsoft 365. Be ready to discuss specific scenarios where you've tackled complex technical issues, as this will show your hands-on experience.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or projects in the past. Highlight your coaching and mentoring experiences, and be ready to discuss how you’ve improved service delivery or team performance. This is key for a management role!
✨Understand SLAs and Metrics
Familiarise yourself with Service Level Agreements (SLAs) and how they impact service performance. Be prepared to talk about your experience managing SLAs and any improvements you've driven in service metrics. This shows you understand the business side of the role.
✨Engage with Stakeholders
Communication is crucial! Think of examples where you've effectively managed stakeholder relationships. Discuss how you’ve collaborated with other technical teams and contributed to operational reviews. This will demonstrate your ability to work cross-functionally.
